Senior Technical Operations Manager

hace 3 semanas


Bogotá, Bogotá D.E., Colombia Seligo Tech A tiempo completo
About Seligo Tech

Seligo Tech is a leading fintech company that revolutionizes the way financial services are delivered. We are seeking a highly skilled Senior Technical Operations Manager to join our team.

This is a challenging and rewarding role that requires a unique blend of technical, leadership, and communication skills. As a Senior Technical Operations Manager, you will be responsible for leading our technical support and requirements team, supporting our corporate business with its technical requirements, and creating permanent improvement initiatives.

About the Role

This position will be responsible for leading the L2 Technical Support and requirements team, supporting our corporate business with its technical requirements, offering world-class service, and creating permanent improvement initiatives. You will be responsible for:

1. Leading, mentoring, and guiding the team to achieve high performance.
2. Creating KPIs and monitoring and maintaining a high standard to achieve targets.
3. Handling customer escalations, resolving complex technical issues promptly and effectively.
4. Evaluating and redefining support processes implementing best practices and tools to optimize efficiency and effectiveness.
5. Collaborating closely with other departments managing a good communication addressing customer needs.
6. Providing technical and integration support.
7. Being responsible for the Incidents, requests, and problems until case gets resolved.
8. Closely following up and monitoring of all necessary applications, dashboards, transaction platforms, logs, communication channels etc.
9. Diagnostics of Incidents, requests, and problems.

What You Need to Succeed

To be successful in this role, you will need:

1. A Bachelor's degree in computer science, information technology, engineering, or a related field.
2. 7+ years of experience in technical support, customer service, or a similar role.
3. Strong leadership, communication, problem-solving, and customer service skills.
4. 4 years of proven experience with API calls, logs, and SQL – Mandatory.
5. At least 2 years' experience as a technical team leader and working with global customer.
6. Experience with Help Desk ticketing system management, ticketing routing, and maintaining a high level of service according to SLA and KPIs.
7. Proficiency in English [C1].

Salary and Benefits

The salary for this role is $13,000,000 (negotiable) with a permanent contract and a hybrid work mode in Bogota. This role offers a range of benefits, including:

1. A competitive salary and bonus structure.
2. A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
3. Opportunities for professional growth and development.
4. A dynamic and supportive work environment.

How to Apply

If you are a skilled technical operations professional with a passion for leadership and customer service, we encourage you to apply for this role. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you

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